Archived: 112 Harley Street Also known as Cooper Health

Updated 2 April 2020

The provider, 112 Harley Street, also known as Cooper Health Limited, is registered with the CQC as an organisation providing an independent doctors consulting service to private patients from consulting rooms at 112 Harley Street, London W1G 6HJ. The provider is registered to provide the regulated activities of treatment of disease, disorder or injury and diagnostic and screening procedures.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some general exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities)Regulations 2014.

At 112 Harley Street most of the services are provided to patients under arrangements made by their employer with whom the servicer user holds a policy. These types of arrangements are exempt by law from CQC regulation. Therefore, at 112 Harley Street, we were only able to inspect the services which are not arranged for patients by their employers with whom the patient holds a policy.

One of the service’s directors is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

How we inspected this service

Pre-inspection information was gathered and reviewed before the inspection. Over the two inspection days we spoke with a doctor, two nurses, two directors and a practice manager. We looked at records related to patient assessments and the provision of care and treatment. We also reviewed documentation related to the management of the service and patient feedback received by the service.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

•Is it safe?

•Is it effective?

•Is it caring?

•Is it responsive to people’s needs?

•Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 2 April 2020

This service is rated as Requires improvement overall. (Previously inspected but not rated).

The key questions are rated as:

Are services safe? – Requires improvement

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Inadequate

We carried out an announced comprehensive inspection at 112 Harley Street (also known as Cooper Health Limited) on 16 and 23 January 2020. 112 Harley Street provides an independent doctors consulting service to private patients from consulting rooms at 112 Harley Street, London W1G 6HJ.

We previously inspected the service on 21 November 2018 at which time we identified governance concerns and served Requirement Notices under regulations 12 (Safe care and treatment), 17 (Good governance) and 18 (Staffing) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The full comprehensive report on the 21 November 2018 inspection can be found by selecting the ‘all services’ link for 112 Harley Street on our website at www.cqc.org.uk.

The service sent us a plan of action to ensure the service was compliant with the requirements of the regulations. We carried out this comprehensive inspection on 16 and 23 January 2020 to review the practice’s action plan, look at the identified breaches set out in the Requirement Notice and to rate the service.

We based our judgement of the quality of care at this service on a combination of:

•what we found when we inspected

•information from our ongoing monitoring of data about services and

•information from the provider, patients, the public and other organisations.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some general exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

We received six patient Care Quality Commission comment cards. All of the comment cards we received were positive about the service. Patients said they were satisfied with the standard of care received and said staff were approachable, committed and caring.

Our key findings were:

•The delivery of high-quality care was not assured by the governance arrangements in place. For example, insufficient action had been taken since our last inspection to ensure oversight of risks relating to the premises. We also noted a continued lack of oversight of staff training and failure to ensure that policies governing the service reflected day to day practice.

•The provider could not demonstrate that all staff had undergone pre-employment checks at the time of recruitment.

•Although there were systems for reviewing and investigating when things went wrong, the recording of significant events lacked sufficient detail to be able to share learning and improve quality of care for patients.

•Staff involved and treated people with compassion, kindness, dignity and respect.

•Patients could access care and treatment from the service within an appropriate timescale for their needs.

The areas where the provider must make improvements as they are in breach of regulations are:

•Ensure recruitment procedures are established and operated effectively to ensure only fit and proper persons are employed.

•Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

(Please see the specific details on action required at the end of this report).

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care